Customer Operations Associate - Pakistan

Turaco is a fast-growing fintech startup in Africa focused on making insurance accessible to the uninsured. With a mission to protect people from financial shocks, Turaco aims to insure one billion individuals over the next 25 years, effectively doubling the global insured population. The company offers innovative subscription-based insurance products bundled with everyday transactions, working through partners to deliver affordable and valuable coverage. Since its launch in 2019, Turaco has insured over 5 million customers and is poised to triple in size within the next two years. The company values simplicity, transparency, and excellent communication, striving to make claims processing quick and straightforward. Turaco is also committed to diversity and inclusion, fostering a workplace free from discrimination and harassment.

The Customer Operations Associate will serve as the primary point of contact between Turaco and its customers. This role involves engaging with policyholders over the phone to explain insurance products, benefits, and payment options. The Associate will also be responsible for upselling and cross-selling additional products that meet customer needs, ensuring a positive and informative customer experience.

Key Responsibilities

Telesales:
- Engage approximately 100 customers daily via phone to upsell or cross-sell Turaco’s insurance products while maintaining excellent customer service standards.
- Follow up on initial sales contacts and close sales effectively.
- Customize the sales script to better align with the interests and needs of individual customers.
- Meet or exceed agreed sales targets within set timelines.

Contact Center:
- Explain technical product features clearly and respond to inquiries from potential and existing customers.
- Strive to meet or surpass Customer Operations center performance metrics while delivering consistent, high-quality service.
- Acquire comprehensive knowledge of all Turaco products and partnerships.
- Register new customers and perform data entry tasks as required.
- Address customer questions related to products, claims submissions, and other concerns promptly and accurately.
- Provide efficient and empathetic responses to callers, ensuring customers feel valued.

Claims Administration:
- Initiate, investigate, and process insurance claims submitted by customers.
- Communicate effectively with customers, medical providers, and colleagues to gather necessary information for claims assessment.
- Review claim details, company policies, and insurance terms to determine claim approval or settlement.
- Settle claims by evaluating the facts and documentation to confirm coverage eligibility.
- Detect potential fraud and apply mitigation techniques while maintaining customer dignity.

Required Qualifications
- Alignment with Turaco’s core values: pushing boundaries, working with excellence, and showing profound respect for individuals.
- A college diploma or bachelor’s degree (or equivalent post-secondary qualification) from an accredited institution.
- Previous experience in telesales, call centers, or retail/service environments involving direct sales to customers is preferred.
- Fluency in English is mandatory; ability to communicate in a local language or vernacular is an advantage.
- Proficiency in computer use and data entry is essential.
- Exceptional verbal and written communication skills coupled with a strong customer service orientation.

Preferred Qualifications and Benefits
- Experience in insurance or fintech sectors is advantageous.
- Opportunity to grow within a rapidly expanding company.
- Work in a diverse and inclusive environment that values transparency and innovation.

Applicants will be required to submit their CV and complete a questionnaire involving typing, microphone, and camera use during the application process. This role offers a unique chance to contribute to a mission-driven company transforming insurance access across Africa.